Dispute Process - "Status: Requiring your action", but no way to take any action?

[QuonsetLabs]

I'm a buyer (in this case) who initiated a claim for non-receipt of a digital item. Per the PayPal process, the seller was sent an email and they responded with a very short "we sent the item" response, with no tracking information or any way to buck up their claim.

My concern is that the current status of the claim shows as "Requiring your action", but I see no follow-up steps to take action on. Due to the nature of these items (Bitcoins), I know for a fact that the item has not been transferred (as that information is publcly accessible if you know the address that it is being sent to). I'm very afraid that PayPal will move to close the dispute when I don't respond... but with no way *to* respond to the dispute, I seem to be in a catch-22.

All I'm looking for is the opportunity to follow-up with documentation to prove my claim, beyond what was initially submitted, and in light of the seller's response. Is there a section of the site that I should be looking, other than what's available via the Resolution Center?

I have not yet initiated a charge-back request via my credit card company, as I'd hoped that PayPal being the service that this seller used, would be the best place to go to first, but now I have concerns.

Any advice from those of you in the community who have experience with a similar situation?

[TsufakTuna]

Hi QuonsetLabs,

any intangible items (digital goods, virtual goods, and any goods that are not mailed to you) are not covered under PayPal's policies as follows : 

13.3 Ineligible Items. PayPal Purchase Protection only applies to PayPal payments for certain tangible, physical goods. Payments for the following are not eligible for reimbursement under PayPal Purchase Protection:

1. Intangible items, including Digital Goods
2. Services
3. Real estate, including residential property
4. Businesses
5. Vehicles, including motor vehicles, motorcycles, caravans, aircraft and boats
6. Custom made items
7. Travel tickets, including airline flight tickets
8. Items prohibited by the PayPal Acceptable Use Policy
9. Items which you collect in person, or arrange to be collected on your behalf, including at the retail point of sale
10. Items that violate eBay’s Prohibited or Restricted Items Policy
11. Industrial machinery used in manufacturing
12. Items equivalent to cash, including prepaid or gift cards
13. PayPal Direct Payments
14. Virtual Terminal Payments
15. Personal Payments

[QuonsetLabs]

Good to know that PayPal, a firm that makes a large amount of its fortunes off of digital commerce, is standing by their buyer protection promises* ** Have you noticed that PayPal's advertising and online merchant-site branding doesn't mention this little caveat, until after you've conducted the transaction? It would have also been nice to know ahead of my transaction that the merchant had an unverified PayPal account -- legit it not, I would not have done business with them had I known that ahead of time. It's not a perfect protection, but it's an extra step that makes it harder for scammers to operate. I guess I'll be turning to my credit card company, which is unfortunate. The worst part of this all is that PayPal will still facilitate this vendor, taking a percentage of every fraudulent transaction that they process. It makes total sense, now that you mention it. My business is worth far less in the long term than the percentage they can make... * except if they are digital sales; ** even though some digital transactions can now be tracked better than physical ones that go through UPS or FedEx.